Crafting the customer experience for people not like you : how to delight and engage the customers your competitors don't understand /

Deliver a better business experience, for every kind of customer A "one-size fits all" approach to customer service is no longer viable. Businesses competing on service need to understand and cater to customers' racial, ethnic, religious, generational, and geographic differences in or...

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Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: McDonald, Kelly, 1961- (Autor)
Formato: Electrónico eBook
Idioma:Inglés
Publicado: Hoboken, N.J. : Wiley, ©2013.
Temas:
Customer equity.
Customer relations.
Consumer satisfaction.
Customer relations > Management.
Consumer Behavior
Valeur du client.
Consommateurs > Satisfaction.
BUSINESS & ECONOMICS > Customer Relations.
Betriebswirtschaft.
Marketing.
Consumer satisfaction
Customer equity
Customer relations
Customer relations > Management
Acceso en línea:Texto completo (Requiere registro previo con correo institucional)
Tabla de Contenidos:
  • How tweaking the customer experience grows your business
  • Technology armed consumers with mighty big bullets
  • The purchase funnel : understanding the customer experience from top to bottom
  • We're not "one size fits all" anymore
  • How to think like people not like you
  • How to build social media into the customer experience
  • Your employees may kill your business, unless they know how to serve customers who aren't like them
  • Seven principles for creating a customer experience for people not like you
  • Matures, boomers, Gen X, Gen Y, and Gen Z
  • Women and families
  • Hispanics/Latinos
  • Serving different racial and ethnic communities
  • Gay, lesbian, bisexual, and transgendered customers.

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